We are Hiring! We are working with a multinational pipeline and energy client that is growing and adding a Customer Service Representative II (English/Spanish) to their team.
Pay Rate: $19.00 – $20.00/hour on W2
Work Type: Onsite – Gastonia, NC 28056
Duration: 12-month contract (with possible extension)
Job Overview:
* This role is the frontline connection between our company and the customers we serve- answering questions, resolving issues, and providing guidance on billing, payments, service requests, and more.
* You’ll also play a key role in helping customers navigate difficult situations, including credit challenges, all while using your communication skills and attention to detail to deliver a positive experience.
Key Responsibilities:
* Respond professionally and efficiently to incoming calls and establish a relationship of trust with customers.
* Listen and understand customers’ needs; provide on the spot solutions in an efficient & courteous manner.
* Operate according to performance standards, regulatory requirements and expectations to ensure customer service quality, effectiveness, and efficiency.
* Learn and leverage customer information system, as well as other applications daily.
* Assist customers with credit difficulties, termination of service notices and possible gas-related emergencies.
* Use clearly defined rules and guidelines to negotiate payment plans that meet regulatory requirements and make appropriate referrals to internal or external departments/agencies for additional assistance.
* Complete accurate work reflective of all processes, procedures, and follow-up for the type of customer account being worked.
* Achieve customer satisfaction, quality, and productivity levels in accordance with operational targets.
* Perform related administrative tasks, as the need arises.
* Live to the company Values of Safety, Integrity, Respect, Inclusion and High Performance.
Required Qualifications:
* Proven verbal and written communication skills.
* Ability to exercise good judgment with minimal supervision.
* Excellent analytical skills, decision making ability, negotiation and problem-solving skills.
* Must have basic knowledge of computers, including Customer Information Systems, Microsoft Office products (Word, Excel, Outlook, etc.).
* Basic understanding of organization/department/section policies/procedures.
* Basic understanding of billing, rates, credit, energy usage, and customer accounts.
* Demonstrate the ability to de-escalate a call with irate and difficult customers.
* Identify and resolve basic routine issues.
* Work varying shifts, nights, weekends and during emergency situations.
* Ability to multitask effectively, complete a variety of tasks concurrently, and work under pressure.
* Excellent interpersonal skills and ability to function within a team.
* Punctual and ability to plan and use time effectively.
* Flexibility with respect to shifts.
* Successfully complete a background check and drug screening.
Preferred Qualifications:
* Three or more years of customer contact experience.
* Understanding of company’s intent to be the first choice of Customers, needs of the business and the related.
* Customer Care Operations need to deliver on that intent.
* Bilingual English/Spanish
Raise PBC is committed to a policy of nondiscrimination and equal opportunity for all employees and qualified applicants without regard to race, color, religious creed, national origin, ancestry, age, disability, genetics, gender identity, veterans' status, sexual orientation, or any other characteristic protected by law. Raise PBC is an equal-opportunity employer encouraging diversity in the workplace.